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Title:  Technical Support Analyst

City:  East Kilbride
Department:  IT

East Kilbride, GB, G74 4PA Market Drayton, GB, TF9 3SQ

Müller pride ourselves on offering support to help develop your knowledge and skills. In return for your commitment, drive and enthusiasm, we offer an attractive benefits package within a highly successful European business that offers financial rewards and resources, including bonus scheme, contributory pension, life assurance, generous holiday allowance and a flexible benefits programme.


We are currently recruiting for a Technical Support Analyst. We are looking for an experienced individual to support all company employees with problems relating to the IT technical environment. You will log and manage the lifecycle of Incidents and Service Requests whilst ensuring customer satisfaction through proactive updates and escalation where a first line fix is not possible. You will provide field-based support at remote sites.


In this role the key responsibilities will include:
- Troubleshooting operating System, Hardware & Application issues on any desktop device
- Resolving Incidents, Problems and Service Requests taking appropriate actions to ensure a satisfactory response in line with our SLT’s
- Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system
- Communicating with users about the status of incidents and problems.
- Deploying new Desktop/Laptops utilising SCCM procedure / deploying mobile devices, T&A devices and printers
- Desktop configuration and environment management including patching, software upgrades, anti-virus, and malware protection
- Managing shared drives, user access and permissions
- Working with supplier support contacts to resolve complex technical issues
- Serve as technical escalation contact for the Service Desk for all related technical incidents or problems
- Will Participate in the out of hours on-call Rota
- Active directory/exchange management
- Provide on-site support for Dairies and Depots within local region
- Providing basic networking support for desktop/laptop computer systems, printers, phones, copiers, and other office equipment including patching in new/faulty ports
- Performing preventative and break/fix maintenance on any Desktop Device
- Maintaining telephones and troubleshooting basic telephony issues
- Creating and maintaining user accounts throughout various IT systems including AD user accounts
- Ensuring day-to-day running and management of the operational Problem management process
- Creating and maintaining support documentation on SharePoint for the wider IT department
- Executes the Problem Management process tasks in adherence with departmental and company requirements
- Support problem management reporting (KPIs and customer SLAs)
- Accountable for the delivery of Root Cause Analysis and problem resolution within given KPI
- Create documentation and deliver to SharePoint portal for temporary workarounds
- Knowledge and in-depth experience of IT Service Management processes and procedures: -
• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Asset Management
• Service Catalogue / Service Level Management
- Understanding of the Change Management process
- Maintaining the Asset Management databases accurately and meticulously
- Provide regular training sessions for the 1st line support team to help with first line fix rate
- Create regular documentation for common issues and installation guides and upload to SharePoint
- Provide constant support and guidance for Service Desk Analysts where needed


Key skills & experience
- Educated to Degree level
- Profound knowledge in IT systems in use at the Müller Group
- Willingness to travel
- 5+ experience in an IT environment
- English, German would be considered as benefit


The Process
If you have the skills and experience in the above areas and would like to be considered for this role, please apply at
#L1 – MB1 #LI-Hybrid

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